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Samsung Note7 Replacement Update

Online Community Manager
Online Community Manager
3 917 188K

Updated 23rd January 2017 - Samsung Press Conference

 

At 12pm (AEDT)  today Samsung held a press conference to discuss the findings of their investigation into the Note7 incidents. For further information from the press conference, please head here

 

Updated 1st December 2016 - Australian network discontinuation

 

From 15 December 2016, customers still using the Samsung Galaxy Note7 will no longer be able to connect to the Optus mobile network to make calls, use data or send SMS messages. Please note, customers will still be able to make calls to emergency services however. This move is part of Samsung’s ongoing safety measures to recover all affected Galaxy Note7 devices.

 

Along with Samsung Australia, we urge any Optus customer still using their Galaxy Note7 to back up their data, power down their device and return it to their place of purchase immediately.

 

Samsung have confirmed that customers who exchange their Note7 for either the Samsung Galaxy S7 or Galaxy S7 Edge on a new 24mth contract can receive $250 credit against their account up until 22 December 2016.

 

To read Samsung’s full statement on the Australian network discontinuation, click here.

 

Updated 3rd November 2016 – New Software Update

 

Samsung Australia has announced a new Software Update for all replacement Galaxy Note7 issued in Australia to be pushed out from Saturday 5th November. This software update will automatically download and install to all replacement Note 7 devices.

 

This software update will limit the battery to a maximum charge of 60%.

 

You can view Samsung’s full statement here.

 

Updated 19th October 2016 – Travelling with a Samsung Note7

 

Multiple airlines have now prohibited passengers from carrying Samsung Galaxy Note7 devices on-board international and domestic flights for both carry-on and checked baggage. You will not be permitted to take a Galaxy Note7 smartphone on any flight, even if it is switched off.

 

As per our previous update, if you have purchased a Samsung Galaxy Note7 (both original devices purchased before September 5 and new replacement devices), please visit your nearest Optus store to hand in your phone as soon as possible. Remember to back up it up, perform a factory reset and turn it off before returning it to us to discuss your options. To find your nearest Optus store, click.

 

We also have a number of Optus kiosks at the following Australian airports where you can hand your Samsung Galaxy Note7 in:

 

Location

Address

Yes Optus Brisbane Airport

Shop 2A.32

Level 2 International Terminal Building

Brisbane Airport

4008

Yes Optus Melbourne Airport

Arrivals Terminal

Melbourne International Airport

Tullamarine

3043

Yes Optus Perth International Airport

T1 Perth Airport, Ground Floor, Arrivals Hall

245 Airport Drive

Perth Airport

6105

Yes Optus Sydney International Airport

1-2243 International Terminal

Arrivals Hall

Mascot

2020

Yes Optus International Airport Kiosk

B43 T1 International Terminal

Sydney International Airport

Mascot

2020

 

If you are an Australian customer who is already overseas, please click here to read advice from Samsung on how to proceed.

 

Updated 14th October 2016 – Information about the Samsung credit


Please be advised that the VISA gift card Samsung is offering is only available to its customers who purchased a Note7 outright, directly from the Samsung Online store. This offer is not available to Optus Note7 customers on contract. Customers need to go directly to Samsung for this VISA gift card offer.

 

Updated 12th October 2016 – Samsung extend voluntary recall to all Galaxy Note7 smartphones

 

Samsung Electronics Australia has announced it is taking the proactive and voluntary step to extend its current recall to all Galaxy Note7 smartphones in Australia, including those that were provided a replacement Galaxy Note7 smartphone. Customers who purchased a Galaxy Note7 (both original devices purchased before 5 September 2016 and new replacement devices) should back up their phone, perform a factory reset, power down their device and return to your nearest Optus store to discuss your options.

 

Customers are entitled to a refund of handset charges and can recontract to another handset on a new plan or cancel their contract, all without incurring cancellation fees. Customers who choose to recontract to a Galaxy S7 or Galaxy S7 Edge on a new 24mth contract will receive a total of $250 credit against their plan.

 

When returning the Galaxy Note7 device, customers do not need to return any of the original packaging or accessories, and the device can be in any condition.

 

To find your nearest store click here

917 Comments
New Contributor
New Contributor

Can we swap to an iphone? Im over samsung and want to get rid of the brand completely

Member
Member

Complety unfair to expect me to get a whole new contract for a phone that is already 7 months old and will be outdated within the next 6 month. I'd rather take the risk and keep my note 7 until a reasonable solution comes about from samsung. 

Frequent Visitor
Frequent Visitor

@Nghi thanks for your quick response, Nghi! I would also like to ask if I switch to an iPhone7+ plan, would it be possible to keep my Note 7 until the stock arrives? Because the last time I checked, there weren't any 128gb iP7+ phones in store and I don't have an extra phone on hand

Frequent Visitor
Frequent Visitor

@Optus why can we not continue our current contract with a new phone, the only phone i would be interested in is the Sony Z5 which was been out for over a year, and then provide the option of a free upgrade to a new Samsung device when available, im not interested in a $100 credit, and i don't really care if i pay the same amount that i am paying currently.

At the end of the day it is not right to penalise customers with new contracts beacuse of a faulty phone issue.

 

Member
Member

@Nghi thanks for getting back to everyone so fast! I've sent you a pm with my details.

Contributor
Contributor
Ok, well I'm going to keep my note 7 until the LG v20 arrives or at least something thats even close to the note 7. No way I'd ever go back to iphone and the edge isn't a worthy replacment. I will be seeking compensation as well as its leaving me way out of pocket.
Member
Member

What @Rockdad83 said.

 

At this point there isn't an option available that doesn't leave customers disadvantaged in some way from what I can see.

Member
Member

@Nghi $100 dosn't cover $6 a month x24. thats without the 5 gig I would lose for canceling my second contract

RetiredModerator
RetiredModerator

@matho94 Yes you can cancel your current Note 7 contract and re-contract to any other phone we offer.

 

@King2x When you cancel your current contract, you'll be required to hand in your Note 7 handset 😞 You can check with your local store directly about current stock availability on iPhones.

 

@lilpocketrocket You are able to re-contract onto the Sony Z5 or just cancel your current contract and move to a SIM only plan. This will allow you to re-contract once the phone you want becomes available.

@Rodsnote - You can still re-contract your second service to receive the promotional 5GB of data.

Member
Member

@Nghi are you sure about that as that promotion ended in August.

Frequent Visitor
Frequent Visitor

Will do that. Thanks, @Nghi

New Contributor
New Contributor

@Nghi it doesn't makesence I pay $72 for note 7 if I'm going with s7e I have to pay $77 so mean i have to pay more with the old phone. Not good deal with customer you should give $10 discount every month or give a new plan for customer who handed it note 7.

Visitor
Visitor

So I haven't had access to my Galaxy Note 7 for nearly a month, and yet I am being charged my usual bill plus the amount I'm paying off from my old contract in order to get the phone I can no longer use? Who can I talk to about getting a credit?

Member
Member

On another point why is the $100 credit only on the S7e some Note users may have no other choice but to Order a Note 5, why is there no recognition of that

New Contributor
New Contributor

Do I get a refund for what I paid for last 2 months if I cancel my contract?

Frequent Visitor
Frequent Visitor

@Optus, so is there no way to get a new phone without signing up for a new contract?

Frequent Visitor
Frequent Visitor

@jayleeau i have asked this question, i keep being told by admin on here that you have to recontract for another phone otherwise you can go to a sim only plan.

 

i'm heading in store to discuss my options as i'm not happy about recontacting and then being slugged fees if the next Note comes out and i want to upgrade.

 

Frequent Visitor
Frequent Visitor

@lilpocketrocket, let us know how you go. 

 

I know it is not Optus's fault, but the remedies that optus is offering does not look good to me.. only if that had the Pixel, or the LG V20 it would make things easier.

New Contributor
New Contributor

Went into the Brisbane Queen St store to be told that they don't have any updates for note 7 users. When I mentioned this page then suddenly their memory came back but was advised I need to wait 20mins for someone to attend to me so I walked out. Why doesn't my instore experience ever change for the good. Still recall the horrendous experience at the Westfield Chermside store during the last recall and am afraid to go there.

 

New Contributor
New Contributor

If i can't swap to a 7plus,  im just going to take the risk and keep the NOTE 7, no chance am I going back to an edge.... ridiculous

RetiredModerator
RetiredModerator

@Rodsnote We'll do our best to accomodate customer's who have been disrupted by this situation. If you recontract again after you hand in the Note 7 then we can look at re-instatng that 5GB bonus data. Even if the promotion itself is over just as long as you already had it activated on your account.

@Nikonko13 The current options are to cancel your existing contract and then either re-contract to a current deal or move to a SIM only option.

 

@doritobrother I recommend going into your local Optus Store to discuss your options. No Samsung Note 7's are being supplied either as a replacement or new to customers.

 

@Jun_Jin You can cancel your contract without any penalties. There won't be a refund for the two months you were on this plan though. You still had access to the plan with calls and data inclusions. You can speak with our Billing team directly on 133937 in relation to any phone payments you've made.

 

@jayleeau If you want a new phone then you'll need to recontract.

 

@joshi We're sorry to hear you had that experience 😞 This is still a developing situation but our store staff should be able to consult with their team leader and get the latest info.

 

@CDM87 You are able to recontract onto an iPhone 7 Plus if there is stock available. Otherwise it'll go onto backorder and wait for stock to arrive.

Member
Member

If we sign a new contract does the new contract go back to August because this isn't our thought the phones are faulty... I've had no problems with my note 7 no over heating... dont want to downgrade to the s7 or the s7 edge... I'm not a iPhone person as the iPhone 7 looks nice plus the gold Rose u can only get it in the 36gbs I want the 256gbs in the rose gold n the note 5 only comes in black n I don't want black either this isnt looking good atm for me grrr

New Contributor
New Contributor

Recontract.... no thanks, i'll keep my perfectly working Note 7

Occasional Contributor
Occasional Contributor

@Optus Assuming Optus and or SamDung dont do something that forces me to replace my Note 7, in 12 months time will i still be able to trade it in for $100 as per my contract assuming its in good condition ? 

New Contributor
New Contributor

@Nghi you r not understand my point why we have to pay more and get old phone I know you only offer to re contract but it's not my fault I don't want to re contract I'm happy with note7 and I have to pay $200 to get note7 early so that's fair to customer you should come with better deal if not I will stick with my note7. 

Frequent Visitor
Frequent Visitor

I hate that we have to give up our Note 7 phones but if we don't, we might endanger ourselves or other people. Think when you're at home with your family, riding public transport, on airplanes, etc.

 

In saying this, I still think the Note 7 is the best smart phone I've owned by far. :nsmileysad:

Member
Member

I'm going the Sony Xperia z5 premium once it comes in tomorrow. 

 

For anyone keeping the Note 7. I would be careful. I doubt house insurance or car insurance or such would cover the house if your home or car catches fire because yous refuse to hand the Note 7 back in. Also think of your family safety if anything happened  a family member or friend because your Note 7 blew up near them pretty sure ypu regret it. Samsung wouldnt cover it because they would say yous were warned

Frequent Visitor
Frequent Visitor

I just went into an Optus store to see if they had iPhone 7plus in stock but the girl told me it would be a 3 week wait!! Smiley Sad so annoying - I don't want another crappy loan phone while I wait!

Member
Member

As much as I love my note 7 I'm handing Mine in when the huddy's off work next as he got the note 7 for me n he had the s7 edge but i don't want the s7 or s7 edge ... I want the note 5 but there only got black I don't want black n the iPhone 7 in rose gold, only has it in 36gbs I want the 256gbs it only come in black with the 256gbs 🙄

 

Member
Member

Plus I brought a case for my note 7 that cost me $69.. thats not gonna fit any other phone what a waste of $69 not happy  

Frequent Visitor
Frequent Visitor

Since I signed up for the contract online, can I still be served at my local Optus store?

Do I need any identification to swap my phone over? Because my drivers license is currently missing and I have no other photo ID 

Visitor
Visitor

 @Nghi Sorry why would I go into a store to talk about getting a credit on my account? I bought my phone online.

New Contributor
New Contributor

So it looks like it is now a recall... 😞  samsung have update their website ... 

 

http://www.samsung.com/au/galaxynote7-notice/

 

Now to pick a phone that im not keen on 

New Contributor
New Contributor

just spoke to online chat, and was looking at getting the 7plus... but I can only do that instore, meaning they will give me a loan phone until the 7plus arrives.... what a mess! This is annoying!

Member
Member

I will power down my phone when it's time to take it back as I've got no other phone to use... well my hubby be happy he gets my cordless phone charger at least that's not going to waste 

Contributor
Contributor
The s8 and s8 edge comes out in February thats 4 months away for what will be a way better option than the s7 edge which is now 7 months old. At the time of the note 7 preorder optus also had a deal where you got the s2 gear as a bonus. If I wanted that at the time I would've gotten it. I've been with samsung for 6 years now and with optus for 17 years. I really would like proper clarification on exactly what our options are. Because I feel both companies again aren't really being straight with us and not really giving us much options here. It seems we either get a choice to regress with a 7 month old phone or cancel which will leave some of us without a phone. Note 7 ticks absolutely every box for all my needs. I've got 6 years of paid android apps, ive already spent 20 dollars on themes and icons for the note 7. So that rules even thinking of getting an iphone again. Not that I would anyway. So can we wait with our note 7s till next month and and the new LG or 4 months until the new edge which should be alot like the note 7?
New Contributor
New Contributor

I think we should be allowed to recontract, but with our contracts beginning at the time they originally did with the Note 7. It's highly unfair that people have paid fees to be able to recontract early and that some people purposely lined their contracts up to specifically end in August to line up with new phone releases. None of us chose for this to happen, so I think it is a highly reasonable request. I have gotten the following from Samsung Australia's website: "Samsung Australia is working with all its operator and retail partners to ensure all customers can receive an exchange – including to a Galaxy S7 or S7 edge (plus a refund for the difference in price)....". So technically, that means we should be allowed to do a simple handset exchange and have our monthly plan fees reduced to that of the S7 or S7 Edge, with our contract end date remaining the same. 

Frequent Visitor
Frequent Visitor

@Rockdad83 i think either way Note 7 users aren't going to be happy, which is unfortunate, we have to recontract to new phones or go on sim only plans with no contract (which is no good if you don't have your previous device) and then if we want to recontract when the next devices are avaliable we will no doubt have to pay fee's there as well, so either way it seems like we are being screwed over.

Member
Member

In regards of cancelling the contract do we  our handset repayments back? Since we wont be getting a phone at the end of the 24 month period (due to the recall), I understand that the phone plan must be paid since data and calls were used. However we are ending up with no phone.

Member
Member

This is from telstras support page: "Any device repayment charges you’ve already paid for the Galaxy Note7 will also be refunded. Should you choose to recontract with another Samsung S7 or S7 Edge device, you will also receive a $250 goodwill credit." https://crowdsupport.telstra.com.au/t5/Announcements/Samsung-Galaxy-Note7-Information-about-the-batt...

If optus had an equivalent, clear and concise resolution there would be less questions and complaints. 

Member
Member

Just speaking to the person in live chat they was saying the new policy is when u want to upgrade u only pay out the phone not the whole contract is this true

Frequent Visitor
Frequent Visitor

It's really annoying now. I have visited the store today and have been offered to recontract to new phone instead of extending the existing contract with new device like S7 or S7E.

@Optus is not refunding the device repayment cost for the last 2 months which is in contradiction to Samsung Statement released today "Samsung Australia is working with all its operator and retail partners to ensure all customers can receive an exchange – including to a Galaxy S7 or S7 edge (plus a refund for the difference in price) - or full refund for their Galaxy Note7" 

 

We as a customers are not at fault here so we should be allowed to amend the existing contract with new device Or provided a refund (device repayment cost) in case of contract break.

 

Frequent Visitor
Frequent Visitor

@Andrew21 wow... Telstra gets $250 Goodwill credit?

@Optus?

Member
Member

So I Just returned my Note 7, decided to use my old Note 2 till I figure out what I am going to do (Sorry Samsung your S7E is not good enough and defiantly not at the price Optus wants to Charge).

 

Now on to the new drama of the Day, so the store cancelled my contract and are saying I now have to serve out the remaining month of my Old Note 4 (now destroyed) contract. This better not be the case, as far as I can see both Optus and Samsung were the parties that were unable to meet the stipulations in the contract.

Member
Member

@jayleeau i have posted the link with it so it seems that way. I have also just  with a samsung support representative and they offer a 350 credit for switching to a s7 edge or the s7 with a 450 credit. Shouldn't compensation be the same across the board? Why is optus only giving back 100. Not to mention the higher repayments for an s7edge compared to the note 7

New Contributor
New Contributor

@Andrew21 I agree with you. They should be the same deal why they make it so hard for customer. 

New Contributor
New Contributor
Hi. I am not very keen on returning my replacement Galaxy Note 7 as I love the device. I am not having any issues with it at the moment. I only hope I won't forced to return it or Samsung releasing a software update that limits the charging capacity of the device. Does Optus have any idea if this is a forced recall or voluntary recall. Thank you in advance.
Frequent Visitor
Frequent Visitor

Right @Andrew21@Nikonko13.. @Optus & Telstra are providers and partners to Samsung so they should give the same benefits what Samsung is passing on to it's customers.. 

 

Contributor
Contributor
@Andrew21 what are those 350 credits towards?
Member
Member

@Rockdad83 sorry for being unclear. It is a 350 gift card. Same for the normal s7 with a 450 gift card. 

Frequent Visitor
Frequent Visitor

Wow, I would certainly appreciate a gift-card for all the hassle and waiting we've all had to go through!! Smiley Frustrated

New Contributor
New Contributor

Do I have to return my replacement Note 7 to the same store that I picked it up from, or can it be any Optus store?

Frequent Visitor
Frequent Visitor

@Andrew21, is the gift card if you bought the phone outright from Samsung and switch to a S7E?

Frequent Visitor
Frequent Visitor
Optus online chat just told me I had to pay out my handset fees if I want to change to something other than an S7 or S7Edge...please get them on board with everyone else, not sure why the online chat people are always SO behind
New Contributor
New Contributor

@JasK93 I had talk to online chat if u go with other brand you will not pay handset fee I thing the current contract will be cancell and u will get $50 credit if you re contract. But if u go with s7 or s7edge u will get $100 +$50 credit. In my opinion Optus should give $250 same as Telstra. 

Occasional Contributor
Occasional Contributor
This is getting confusing. For those on a 24 month plan like me; to be offered a $100 and remain on the same repayments with a S7E is not going to be acceptable. They are different phones with different features for different people, not to mention one is OLDER model whose price difference is much greater than $100 when bought outright! I'm reading $250 credit from Telstra, $350 credit or refund from Samsung. This makes me mad that Optus is trying to rip of their own customers in this time of disruption and inconvenience!
Frequent Visitor
Frequent Visitor

Just received the official notification from Samsung on my Note 7 to return it to it's place of purchase.

But iPhone 7 Plus are on rainchecks - so it's back to a loan phone for a while...  Smiley Mad

Visitor
Visitor

Is it just me or has anyone else noticed that most of the trouble Samsung have had with the note 7 seems to be coming from the handsets that have the snapdragon processor and not the one fitted with the exynos?

Member
Member

The whole process is a mess, throw on top of that issues with Optus Stores Vs Franchises (have to return my Phone cover to the Melbourne Central Franchise to get my money back) and the fact that there are very few good phones on offer at optus (telstra seems to get all the exclusive deals) and the fact that the old phones ar way too expensive (I mean seriously Optus a Note 5 on a 3.5gb plan for $85 a month that’s almost  the same as a Note 7 was)

 

Not a happy camper

New Contributor
New Contributor

A few weeks ago, Optus had the S7 on the $85 plan for a special price of $65. Can't we be offered some sort of deal or a higher credit to stay with you? It's obviously possible because it's been done plenty of times in the past. 

Member
Member

@jayleeau it is if you want to switch out your current note 7 from samsung. It is independent of whether you got it on contract or not. I am assuming that your current plan (handset charges + phone plan) will continue and samsung will essentially swap the note 7 out for you.

Frequent Visitor
Frequent Visitor

So I have just gotten the alert from Samsung and I have been reading through all of these comments and still have no idea what options I really have. I just keep getting told to 'come into a store'.. however I don't finish work until 5:00 pm and they all close at 5:30 pm... how convenient..

Is anyone able to tell me if we still get some sort of credit etc if we switch to iPhone? I have always been super anti-Apple however this has almost brought me to the switch as I do not want to go backwards to the S7 or S7E. 

Would it be possible to get some sort of loan phone or temporary short contract that we can have some other phone and then upgrade to the S8 when it comes out with no additional charges? 

After all the crap we are going through you think that they (Samsung/Optus) would make a bit more of an effort to keep us loyal and happy... 

Very disappointed in everything thus far. 

Contributor
Contributor
If I received 350 credit I could be persuaded to go over to the edge and then upgrade to the new note next year in 12 months time.
New Contributor
New Contributor

I think we should give a little bit more time for Optus to sort this thing out. I was at Cockburn store in Perth and the staff there is not aware of the $100 credit so i didn't get it exchanged. I do not mind the hassle, just wanted a fair exchange or refund. So i plea to Optus please get it sorted out quickly. Thanks. 

Contributor
Contributor
@Andrew21 do you have a link to that 350 credit info?
Member
Member

@Rockdad83 i was talking to live chat so I don't have a link to it. 

Frequent Visitor
Frequent Visitor

I still currently have the original note 7 as I cant get to an optus shop, I would like to cancel my contract and recontract with the iphone 7 plus, how can I do that without being able to get to an optus shop?

Contributor
Contributor
@Andrew21 oh no worries. I'll see if I can chat to someone from samsung. I was on there last night and I went to 3rd person in the queue to 10th, so I gave up.
Occasional Contributor
Occasional Contributor

I feel all this satisfaction is falling and the fair suggestions from customers are falling one deaf ears at Optus here.

 

I dont need a "refund" because like most, I'm on a plan. So the solution is really a simple 3- steps: 

1. Stop wasting customer's time and have couriers go to people to deliver their replacement S7/E phone and pick up the old one. 

2. Give us the best deal thats the same or better as we were on. $65 for 3.5GB or $85 for 8GB sounds far

3. Compensate us the difference in handset price that matches Samsung  (go charge them for the stuff up) being $350 cash or more. 

 

 

New Contributor
New Contributor

I am on a contract with Optus, however just received this from Samsung:

 

Samsung Australia has taken steps to extend its voluntary recall to all Note7 devices (including replacement Note7 devices), for full details please see link: http://www.samsung.com/au/galaxynote7-notice/
We would like to apologise for any inconvenience caused and offer you one of the following remedies:
1. Full refund for your purchase price
2. Replacement Galaxy S7 with $450 gift card
3. Replacement Galaxy S7 edge with $350 gift card
Alternatively, you may return your Note7 to your place of purchase to discuss your remedy options.
Please reply to this SMS with your preferred remedy. Thank you.

Visitor
Visitor
Yep, me too @emm23a
Visitor
Visitor
Interesting, the blog post at the top of the screen now says we will get $250 credit if we recontract with an S7/S7 Edge.
Contributor
Contributor
I just spoke to samsung at got absolutely nowhere. All they said was that I would be refunded the difference and offered a replacement downgrade s7 and s7 edge im assuming that's the 100 in phone difference. I asked about the 350 gift card and they said they didn't know anything about that. Sigh, here we go again just a month later.
Frequent Visitor
Frequent Visitor

So i have just spoken to the #optus store in Chermside QLD. They didn't have much of a clue of and told me  Samsung has not recalled the phone as of yet. I show them a email i received off samsung saying to turn off my note 7 and hand it in asap. I asked them about a refund for my handset repayments and she shid she would would speak to her boss. I was then given to option to cancel my contract or start a new contract.  

 

No thank i will hold on to my note 7 until optus can do something. Otherwise im sure one of the other phone company will be happy to do so. 

 

 

New Contributor
New Contributor

Wheelin Optus Chermside is the most idiotic store. Wait till they ask u for the box and accessories. Last time I went in they refused to acknowledge their own online presence here or on Twitter and showed me the door when I insisted on returning only the phone!

Valued Contributor
Valued Contributor

Hey @Seaeagles, your new contract term will commence from the date of the new agreement. Did you buy your case from an Optus store? If so, you can bring it back in store along with your proof of purchase for a full refund. If this was puchased elsewhere you'll need to approach that retailer. Whether or not you'll be charged early upgrade fees is dependant on your new rate plan and the following plan with the newly released device. Generally speaking, if you don't wish to wait until the 12 month mark to take advantage of the New Phone Trade Up offer, you can renew your contract earlier and pay out any remaining handset and account fees. Our My Plan Plus plans will allow you to change to a higher valued rate plan at no cost, though retaining the same value rate plan may incur a fee. What our Chat rep may have been referring to is the fact that these plans have no cancellation fees so if you were to cancel, you'd just need to pay out the handset.

 

@CDM87 we strongly recommend following the advice provided by Samsung and powering off the device. If you're keen on an iPhone 7 Plus I'd recommend giving your local Optus shop a buzz beforehand to confirm availability of your preferred model 🙂

 

The terms of your original contract are still valid, @Fuseion. If you're eligible for our New Phone Trade Up offer after 12 months this is still something that applies to you 🙂 Though we strongly recommend powering off your device as Samsung have suggested.

 

Hey there @Nikonko13, you can currently take advantage of a $250 credit if you choose to recontract to an S7 or an S7 Edge. At this stage we won't be offering amended costs to our rate plans though I hope the extra credit helps alleviate any disappointment.

 

Really sorry for the hassle, @King2x 😞 Though you're exactly right - safety is the number one priority.

 

Glad you've found an alternative device @DayBlossom88 🙂 Spot on advice as well - safety isn't something we take lightly and we encourage all Note7 customers to power off their devices as Sumsung have suggested.

 

Apologies for the wait there, @fogsy! Did we take your details so we can notify you once we get more stock?

Valued Contributor
Valued Contributor

Our in store team will be more than happy to help you out @Keana 🙂 If you're opting for an alternative device you'll need your identification as you'd be signing up to a new contract.

 

Handset repayment credits will be applied automatically to those affected by these recalls, @doritobrother 🙂

 

That's right, @Frocker - this is now a recall.

 

@Rockdad83 - at this stage your current options are 1) Recontract with a different device while incurring no handset payout or early upgrade fees fom your agreement with the Note7. If you choose to recontract with an S7 or an S7 Edge, we will apply an adjustment of $250 to your account. 2) If you're concerned about the timing of a new contract, you can switch to a SIM only plan and re-sign once your preferred model is released later on. 3) You are also eligible for a full refund for cancellation of contract without fees once you return your Note7. This information is correct as of now however this may change pending further information - I'd recommend keeping an eye on this blog for updates.

 

Hey @emm23a, if the timing of your contracts have previously been alligned with the launch of certain handsets you can switch to a SIM only plan and recontract once your preferred device is available. If you were to recontract to an S7 or an S7 Edge you're currently eligible for a credit of $250 though this won't affect the start date of your new agreement - it will commence from the date of recontract. Any of our stores would love to give you hand, it doesn't need to be the one which you purchased your device from 🙂

 

@lilpocketrocket - if you were to recontract you can still take advantage of our New Phone Trade Up offer after 12 months on eligible plans. I'm sorry if the current options don't allign with your circumstances 😞

 

Hey @Andrew21 🙂 Handset repayments will automatically be credited back to the accounts of those affected. If you choose to recontract to an S7 or an S7 Edge you can currently take advantage of a $250 credit. This blog will continue to be updated with information as it becomes available.

 

This isn't correct @Sidd - handset repayments for the Note7 will automatically be applied to your account. If you choose to recontract, the new agreement will commence from the date of your new agreement.

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Valued Contributor

@jayleeau - customers recontracting to an S7 or S7 Edge are currently eligible for a $250 credit.

 

This shouldn't be the case if you're no longer using the service, @Ranger58. Which store advised you of this?

 

@jbond007 we strongly recommend that Note7 customers follow the advice provided by Samsung and power off their devices. Even as a precautionary measure, we take safety very seriously. This is now an official recall.

 

This isn't correct @JasK93 - are you able to PM me with the details of your chat conversation?

 

Hey @Funsky - if you recontract with an S7 or S7 Edge you're currently eligible for a $250 credit. To get the ball rolling I'd recommend heading in to your nearest Optus store 🙂

 

@Tenayah - if you'd prefer to switch to an iPhone you won't be charged any early upgrade or handset payout fees, though the offer of $250 credit only applies to those recontracting with an S7 Edge or S7. At this stage loan phones won't be provided for interim contracts, though if you'd rather wait until a new model is released we can switch you over to a SIM only plan and you'd be free to recontract once your preferred handset is available 🙂

 

Thanks for passing that on @thimo82 - I'll ensure this is fed back. Really sorry that the information wasn't consistent in this case.

 

When was this @Wheelin? While this was only announced as an official recall recently, it's disappointing that we didn't provide up to date information. Part of what you were advised is correct, you are currently able to recontract with an alternative handset or cease your current agreement without penalty. Strongly recommend following Samsung's advice and powering off the device.

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Contributor
@Sam_D so if I take up there s7 edge , can I upgrade in 12 months time to the note 8 or whatever it will be for these 99 dollar early upgrade?
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New Contributor

@Sam_D I would love to be on a SIM only plan until a more preferred phone is released, however I no longer have any other devices to use, I sold my iPhone 6 Plus once I received my replacement Note 7 which is why I find it very annoying to have to sign up to a new contract with a new start date. 

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Valued Contributor

Providing you recontract to an eligible rate plan, certainly @Rockdad83 :

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So from what I can gather so far, your options with optus are mentioned in their main update above. If that is not enough for you, head to Samsung and speak with their online support/ call them and they will either exchange it for an s7 edge + $350 gift card OR the s7 + $450 gift card (which is not limited to samsung products). However you will be on the Optus plan for the rest of the 24 month period (whenever you signed up for the note 7). If the local stores say otherwise then they haven't been updated with the info yet. You only need to return your device not accessories as mentioned. If you do decide to cancel the contract, the handset repayments should be refunded as you have given the device back.
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@Sam_D, i got my Note 7 from Optus Chadstone store. So far, i have been unable to get a hold of them as they are not answering their phone. When i did speak to them which i believe was lst Friday, they said they would call me back but they never did. VERY FRUSTRATING.... What can i do to get this issue with the Note 7 rectified? They have given me the S7E as a loan phone but i am hesitant to re-contract to this phone and i am thinking of going to a sim only plan. If this is the option i take, what happens to my current contract? Do i need to make any handset repayment? It would be unfair if i did have to make handset repayment.
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Member

@Sam_D so what your saying if I went on a plan 100 + 12 handset with the iPhone 7 ..so when the note 8 comes out my plan gotta be higher rates than the 100 +12 handset than I can just pay out my handset.. if that make any sense because i want to keep my handset if I upgrade for a spare phone

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Frequent Visitor

So i choose to recontract i will start a nee 24month from recontract or will it start wen i signed up for d note 7??

Also y should a customer sign up for 24months on a fone that will b inferior in 4months time as d s8 supposedly being released on feb

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Member
@Sam_D thanks for the info, if I want to cancel my contract completely will I get my handset repayments back? Another question is if I go with the s7edge recontract to wait for the next phone, can I upgrade before the 12 months (so when the S8 comes out), without the $99 fee?
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New Contributor

Hi all,

I went into Optus Prahran store today to see what my options are .They said they aren't taking any phone's back yet and are waiting to hear what they are going to do.Said they should know within two days.

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New Contributor

Ok so i went into the optus TTP store today, my options were given to me bluntly at 

Pay more for a s7 edge or cancel my contract. Told him i was thinking of changing carriers (after getting the run around with the 1st recall, 3 stores and 4 goes at handing the note over) , and asked if they could do anything to get the price down as it was going to be more for the S7 edge .... he said no ..... 

I asked about the $100 credit that was mentioned here this morning ... he knew nothing 

And before i had time to think to much more it was .... " sign there, your contract is cancelled" 

So .... after being with optus for around 10yrs ... i am no longer a customer .... just waiting for my number to port across 

I get that these recalls are as frustrating for the staff as us customers .... but customer service should be of some importance still . Mind you the mods here have been great 

Valued Contributor
Valued Contributor

I get where you're coming from @emm23a. If you do choose to recontract to an eligible rate plan you'll still be able to take advantage of our New Phone Trade Up offer after 12 months. Really sorry if the options currently available aren't suitable for your situation 😞

 

@Andrew21 - if your contract with Optus includes handset repayments this means that the device is purchased through Optus, not Samsung. While I can't speak on behalf of Samsung I believe their offers are for customers who purchased devices through them directly. Your handset repayments will be credited back automatically. If you were to recontract to an eligible rate plan, the New Phone Trade up is applicable from 12 months onwards - the $99 fee would still apply.

 

Thanks for letting me know @Wiman - I'll feed this back to the store to ensure they'll be able to assist in the future. If you choose to switch to a SIM only plan your current contract will be cancelled without penalty.

 

That's exactly right @Seaeagles 🙂

 

@Zaldyp - if you recontract your new agreement will commence from that date. If you're worried about your new contract not coinciding with the launch of new handsets, you can change to a SIm only plan and recontract once your preferred model is available.

 

This certainly isn't the case @joshcuboz - I'll pass this on to the Prahran team. Updates will also be posted here regularly.

 

Absolutely not the experience we want you to be having @Frocker 😞 This will be fed back to the store. If you're still open to options you're now eligible for a $250 credit if you were to recontract with the S7 or S7 Edge.

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Frequent Visitor

I understand @Sam_D. I'm still wondering what will be refund if i cancel my contract due to this recall?? Will i get the refund for the device repayment cost paid till now as per current contract?

 

And in case of recontract with S7E,  will i be getting option to upgrade to next device before 12 months without 99 dollars charge?? 

 

 

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Member
@Sam_D, what are my options now then? Seeing that i can't get a hold of the Chadstone store.
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New Contributor

@Sam_D

Had i known about the $250 credit i probably would have stayed. 

I was really only in the store under 10mins .... (was prob more like 5 .... think he might not have wanted the hassle , so got rid of me quickly lol ) 

Unfortunately i did actually need a phone so walked around the corner to Virgin and signed a contract there 

Valued Contributor
Valued Contributor

@Beceat82 - we understand that it's not always convenient to head in store. If you're unable to pop in on a weekday the majority of our shops are also open on weekends. Stay tuned for updates on how we can assist you remotely.

 

@Sidd - refunds are more applicable to those who purchased their handsets outright. Your device repayments will be credited automatically and your contract can be cancelled without penalties. If you recontract to an eligible rate plan, the New Phone Trade Up offer will be available after 12 months - the $99 fee will still apply.

 

Is Chadstone your closest store @Wiman? I'd recommend heading in store to go through your options. If it's not convenient to pop in to Chadstone, you can find your nearest shop here.

 

I understand @Frocker - really sorry it went down this way Smiley Sad

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Member
@Sam_D With the sim only plans can I upgrade to the new plans (waiting for new devices) within 12 months without penalty. This seems like the only option for me and just want to know this before heading out to a store.
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Contributor
@Sam_D just looking at the plans , why had the s7edges plan more than the note 7? It's a 7 month old phone, i swear they were down to around 70 dollars a month for around 7gb and now since the note 7 recall the plans have gone back up.
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Frequent Visitor

#Optus this was about 4.45 pm this afternoon. 

The younger girl who i was served by was quite rude and had very poor information on the recall and what optus is willing to do for us.

New Contributor
New Contributor

Thanks @Sam_D. If I recontract to a S7, will the $250 be credited to my Optus account automatically, or how is it done?

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Frequent Visitor

I just went to the Brisbane Queen Street Mall branch. Nobody had any idea what to do. After waiting 30 mins to see someone he then sat there googling the issue because he didnt know what was happening, he trier offering me a loan phone then said he couldnt do that. Then I said i would settle for the iPhone anrd just sign a new contract, but no they didnt have any in stock. Then I said I would settle for the S7 and take the 250 credit and refund of handset repayments and insurance. He said I would be ed into this contract for 24 months and no option to upgrade until 12 months meaning I am stuck paying for and using a phone that I dont even want for 12 months. I managed to somehow get past all of this and suck it up, despite how disappointed I am. He went and grabbed an S7 for me then went to tell me I had to pay the $40 outstanding on my account before he could do anything... that was the point that I lost it and walked out with my explosive phone no better off then I was before. 

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Frequent Visitor

You can't get hold of Chadstone as they are closed sdue to the Cahdstone renovations, they will be reopen tomorrow

Occasional Visitor
Occasional Visitor

So I just contacted sales via the live chat option in relation to the following SMS I received;

"Samsung Australia has taken steps to extend its voluntary recall to all Note 7 devices (including replacement Note7 devices), for full details please see link: http://www.samsung.com/au/galaxynote7-notice/ 

We would like to apologise for any inconvenience caused and offer you one of the following remedies:

1: Full refund for your purchase price

2: Replacement Galaxy 7 with $450 gift card

3: Replacement Galaxy 7 edge with $350 gift card

Alternatively, you may return your note 7 to your place of purchase to discuss your remedy options"

 

Sales knew nothing about this. Sales reckons they cannot match this or offer anything at the moment. 

 

 

Optus, please release an officiall media release letting us know our rights. I have a feeling the TIO will be interested in the current state of confusion.